AccountId: 011433970860
ContactId: 379ca8ed-4e00-4081-81c0-9e83690ea865
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165660 ms
Total Talk Time (AGENT): 83902 ms
Total Talk Time (CUSTOMER): 41248 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/379ca8ed-4e00-4081-81c0-9e83690ea865_20250113T22:17_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to get eligibility details for a patient, uh, mutual patients first.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] gonna be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So the policy number is 02428218.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And I see you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. We have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] So and then it says office visits, are they covered?
[AGENT][NEUTRAL] Mm let me check on that. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, with this 10, it doesn't look like we do, um, let me get the certificate pulled up just to be on the safe side. One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, and I am, uh, what is your name? I'm sorry.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, I do have a patient coming out, so I might.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Well, it, it, it doesn't have office visit benefit. It's OK. Um, it only covers admission and confinement only.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Outpatient services.
[AGENT][NEUTRAL] There's no outpatient service benefits on this one. It's just inpatient, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh OK perfect thank you thank you so much you have a good day.
[AGENT][POSITIVE] You, you as well, and thank you for calling APL Miss [PII]. You're welcome. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.